We are committed to providing a high standard of service and learning from the feedback our customers give us. If you are unhappy with any aspect of our products or services, or how we have handled your personal data, please let us know using the details below:
Dualdrive
5400 Lakeside
Cheadle Royal Business Park
Cheadle
Cheshire
SK8 3GQ
By Telephone: 0161 822 8355
By Email: [email protected]
Some issues may meet the definition of a complaint under the guidelines set by our regulator, the Financial Conduct Authority (FCA), such as if your complaint relates to consumer credit activities.
If this applies, we will confirm this in our acknowledgement letter. We will then follow the FCA’s complaint handling process to ensure your concerns are reviewed appropriately.
We will:
Our aim is always to resolve your concerns fairly. If you’re not satisfied with our response, or if you have additional information that may help, we’re happy to review your case again.
If we do not resolve your complaint within eight weeks, or if you are dissatisfied with our final response, you may be eligible to refer your case to the Financial Ombudsman Service for an independent review. If you decide to do so, you must contact them within six months of our final response.
If you remain unhappy, you can refer your complaint to the Financial Ombudsman Service (FOS), they are a free and impartial service. While we are legally bound by their decision, you are not, and contacting them will not affect your legal rights.
Please note that the Financial Ombudsman Service can only consider complaints once we have had the opportunity to investigate and respond.
Discover more about how the Financial Ombudsman Service works.
Complaints about vehicle damage recharges
If your complaint is about the approach we have taken in response to the vehicle being returned with damage and you are not happy with how we have handled your complaint, you may be eligible to refer your case to the British Vehicle Rental & Leasing Association (BVRLA).
MSL Vehicle Solutions Ltd (trading as Dualdrive) are members of the BVRLA and follow their ‘fair wear and tear policy’. If your complaint relates to vehicle damages then you are encouraged to utilise their ADR (alternative dispute resolution) service which we may also invoke and communicate this to you. ADR (Alternative Dispute Resolution) FAQs.
Details should be submitted online at https://bvrla.co.uk/consumer-advice/making-a-complaint-adr.html or by post to:
British Vehicle Rental & Leasing Association
River Lodge, Badminton Court
Amersham, HP7 0DD
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Dispute Resolution Service within 30 days. Members must comply with the Dispute Resolution Service’s findings.
Complaints about our non-regulated products and services
If your complaint does not fall under the Financial Conduct Authority (FCA) definition, we will still handle your concerns with the same care and attention. However, you may not have the right to refer your complaint to the Financial Ombudsman Service (FOS), as this depends on whether your complaint is eligible and within their remit.
Complaints about your personal data
If your complaint relates to how we collect, use, store or handle your personal data, we will:
Our aim is to resolve your concerns fairly. If you’re not satisfied with our response, you have the right to raise your complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection.
Independent organisations
Financial Ombudsman Service (FOS)
For complaints about regulated products and services:
Information Commissioner’s Office (ICO)
For complaints about personal data: